Product FAQs
Adhesives | Stickers | Journalling | Albums & Components | Cropping Tools | Paper | Memorabilia | Caring for Negatives | Caring for Photographs | Heritage Photographs | Photo Development Process | TalkingTag™ Memory Labels | iPhone App
Adhesives
Q. What are the benefits of using Creative Memories adhesives?
A. All Creative Memories adhesives conform to the international photo-safety standard ISO 18902-2001. These adhesives are permanent, nontoxic and pass the Photographic Activity Test (PAT).
Q. Is the case of the Tape Runner latex-free?
A. The case of the Tape Runner is made of polypropylene, and the grip of the casing is made of Santoprene® thermoplastic elastomers. Neither of these materials will elicit an allergic reaction from a person with a latex allergy.
Q. Why are some other adhesives not safe for photos?
A. Some consumer tapes, glue sticks and liquid adhesives are not permanent or may react with photographs and cause them to deteriorate. Some of these adhesives contain acids and other materials, such as plasticisers or softening agents, which can migrate onto a photograph and cause discolouration, fading and brittleness.
Q. Why doesn’t Creative Memories sell rubber cement?
A. Products that contain sulfur, such as rubber cement, do not pass the Photographic Activity Test (PAT), which is one of several tests we use to ensure that all of our products are photo-safe. Sulfur-containing products emit fumes that are harmful to photographs and will accelerate their natural aging process. Because the safety of your photographs is our first concern, no Creative Memories products contain sulfur.
Q. How should I remove old adhesive residue from the back of photographs?
A. The Creative Memories Pick-Up Square is effective in removing adhesives and adhesive residue. If the Pick-Up Square proves to be ineffective, we recommend that you make reprints, either from the negative or by scanning the photograph.
Q. What is the best adhesive to use for vellum paper?
A. Creative Memories Frosted Splits are a photo-safe, permanent adhesive that can be used with vellum paper and is less evident to show through on white, natural and spargo pages.
Q. Is the Precision Point Adhesive photo-safe?
A. Yes, this adhesive passes the Photographic Activity Test and is acid-free. It meets all other ISO 18902 requirements for photo-safety, including specific accelerated aging tests for adhesive permanence.
Q. Can the Precision Point Adhesive be used on all materials?
A. We do not recommend using the Precision Point Adhesive with vellum, newsprint or other
light-weight paper. We recommend applying the adhesive on a hard surface without excessive pressure to avoid indenting photographs.
Q. How do I clean the Precision Point Adhesive off clothes or other material?
A. We recommend using liquid soap immediately to remove the Precision Point Adhesive. If the adhesive is allowed to dry, it may not be removable.
Stickers
Q. What are the benefits of Creative Memories stickers?
A. Our paper-based stickers are acid-free, lignin-free, buffered and pass PAT, ensuring that they will not harm your photographs in any way over time. Transparent stickers are manufactured with photo-safe polyester. Creative Memories stickers are printed with pigmented ink that is fade-resistant and bleed-resistant, ensuring that the ink will not change over time.
Q. Some of my old sticker strips feel dry and aren’t sticking to my album pages. Others won’t come off the backing paper. Why is this happening?
A. The stickers are beyond their shelf life and have started to break down. Old stickers may become permanently adhered to the release liner or may fail to stick to the album page. We recommend that all adhesives be stored at 77 degrees Fahrenheit (25 degrees Celsius) or less with a relative humidity of 20 to 50 percent.
Journalling
Q. Can Creative Memories pens be used to write on fabric?
A. The Technology Centre only tests our pens for use with our album pages and photo-mounting papers, so we can not guarantee the long-term performance of the pens when used in conjunction with other materials. We recommend testing the pens on a small swatch of the fabric and washing the test material to ensure overall performance. Some fabrics may contain additives that repel stains and ink, which would affect the permanence of Creative Memories pens.
Q. If a person were to write a single long line with a Creative Memories pen, how long would it last?
A. The estimated distance that a Creative Memories pen can write is around a half-mile, or 900 metres. This is an average of the testing we've done. Individual pen results may vary.
Q. The ink in my Metallic Pen is suddenly no longer showing up on dark pages. What caused this?
A. Every once in a while you may discover that your Metallic Pens don’t seem to be flowing properly. The ink may appear somewhat watery and may not show up well on the black pages. This may be the result of your pens being stored incorrectly. Don’t worry; there is a way to “revive” the pens! On a sheet of scrap paper, write several circles, applying a slight amount of pressure, until the ink starts to flow darker.
For those pens that have been stored for a long period of time with the tip-up, it may either take them a longer time to recover, or this process may not work. Please remember to store your Creative Memories pens horizontally. Pens stored incorrectly cannot be returned. We suggest using the Creative Memories Journalling Mate Case to store Creative Memories pens.
Q. Why doesn’t Creative Memories have a white pen?
A. The primary difficulty with developing a white pen is that white, pigmented ink tends to be less stable and consequently may not have the required shelf life. White also tends to look very similar to silver on our black pages.
Q. Can I journal in pencil?
A. Using a No.2 graphite pencils to journal on your Creative Memories album page is an acceptable practice. The graphite used in these types of pencils is made of an inert substance and does not contain any materials that may damage your photographs. However, as pencil lead does not leave a permanent marking, we would not recommend using a pencil for final journalling. Rather, we would suggest the use of a pencil to develop a "rough draft" of your journalling to be following by the use of a Creative Memories pen to write over the original markings. The Pick-Up Square, or a traditional white eraser, can then be used to lift the pencil markings from the page once the pen ink has been allowed to dry.
Q. What are the features and benefits of Creative Memories pens?
A. Creative Memories pens meet ISO standard 18902-2001 and are acid-free with a pH between 7.0 and 9.5. Like our ISO 18902 Series papers, Creative Memories pens are made with pigmented inks that are fade and bleed resistant to ensure journalling is permanent. All Creative Memories pens are water based, non toxic and pass the photographic activity test (PAT). Other pens that are on the market may not meet all of these standards.
Q. What is the best way to use and store Creative Memories Dual-Tip Pens?
A. Write with light to moderate pressure so as not to damage the tip. Store all pens horizontally and at room temperature. We suggest using the Creative Memories Journalling Mate Case to store Creative Memories pens.
Q. Can the Photo Labelling Pencil be used for journalling?
A. Creative Memories does not recommend using the Photo Labelling Pencil for journalling. Its intended use is for labelling the back of photos.
Q. How does the ink in the Metallic Pens differ from other Creative Memories pens?
A. Metallic Pens pass all tests required for other Creative Memories pens. However, the Metallic ink contains metallic particles that give the ink its distinctive shimmer. These metallic particles may be removed if the ink is erased or rubbed.
Albums and Components
Q. How do I clean my album cover?
A. Use a soft, slightly damp (not wet) cloth and work from the outside of the stain using a gentle lifting motion. You may need to add a diluted mild soap for stubborn spots.
Q. Why are Page Protectors so important?
A. Photo-safe polypropylene Page Protectors slip over album pages and protect the pages and photographs from fingerprints, abrasion, accidental spills and environmental pollutants. Page Protectors also protect the facing page from acidic memorabilia. Page Protectors are recommended for all albums to reduce the chance of damage and to prevent air pollution from harming your prints.
Q. What do you call the pieces that hold the album strap at the front and back of each Creative Memories album?
A. The polypropylene coverholders hold the album pages in place and may be removed to add additional pages.
Q. How should I store my albums?
A. Albums should be stored upright and are best stored where you live – in about 77 degrees Fahrenheit (25 degrees Celsius) or less with relative humidity of 20 to 50 percent. Keep them away from light, excess humidity and temperature extremes, such as those that occur in an attic or basement. If you live in a high-humidity area, you may want to consider using a dehumidifier.
Q. What happens to albums not stored at recommended temperatures and humidity levels?
A. Albums deteriorate more rapidly and become vulnerable to fungal growth if the relative humidity of the room in which they’re stored is above the recommended level of 50 percent. If the relative humidity is below 20 percent, albums and photographs may become brittle. Creative Memories does not recommend storing albums in attics or basements because the temperature and humidity levels are more likely to fall outside the recommended storage conditions.
Q. How many pages can fit in my album?
A. The amount of material placed on each page determines the number of pages that can be inserted in an album. Overloading albums should be avoided. Creative Memories makes the following recommendations:
| Album | Maximum No. of pages | Maximum weight | Approximate No. of photos per double-sided page |
| 12” x 12” | 40 | 3.6kg | 6 - 8 |
| 8” x 8” | 24 | 1.4kg | 3 - 5 |
Q. Should I use a protective finish spray on the cover of my album?
A. The bookcloth manufacturer already has treated the album covers and does not recommend coating them with any type of protective spray.
Q. Can I emboss or paint on the cover of my album?
A. Yes. However, Creative Memories does not reimburse the customer for additional time or money spent on embossing or painting the album cover if it needs to be replaced due to a manufacturing defect.
Q. I have an older album page that looks yellow in comparison to a newer page. What happened?
A. Over the years, Creative Memories has made numerous changes in its product collection. In 1993 the colour of the paper used for album pages changed from ivory to brilliant white. Consequently, these pages appear yellow in comparison to the album pages we see in our albums today. Extended exposure to light can also cause a slight change in the page colour due to the bleaching of optical brighteners that are added to the pages to give them brilliance.
Q. Are Creative Memories albums fire-resistant?
A. Creative Memories albums are not designed to be fire-resistant, and don't offer any additional protection against fire damage. Use of Page Protectors, however, can reduce the effects of smoke and soot damage in some cases.
Q. I am experiencing ink smearing on my natural pages. Why is that?
A. Our natural pages should be completely dry within twenty seconds of writing.
Q. Can the acids in my memorabilia soak through the Page Protectors onto the opposing page?
A. Our Page Protectors cannot absorb acid. Therefore, acid cannot be transferred through the Page Protectors.
Q. What happens if I stack my albums?
A. Creative Memories does not recommend stacking albums. Storing your albums vertically allows the weight of the album to be evenly distributed over the entire spine and binding system, thereby removing pressure from the album pages. Stacking albums horizontally can damage your albums by placing pressure on the album cover and pages. The added pressure on the pages may lead to abrasions on your photographs or memorabilia, and possible denting of the cover.
Q. If I need to evacuate for a cyclone, storm or other natural disaster, how should I store my albums if I cannot bring them with me?
A. For a short-term solution, place your albums and photographs in a sealed plastic bag, making sure to push out all of the air. Adding a package of silica gel to the bag will greatly reduce the risk of mold developing. The bag should then be sealed – either inside a second bag or within an airtight container. This is a short-term, emergency solution. Your albums and photographs should be removed once the threat has passed.
Cropping Tools
Q. Can any of the cropping tools be sharpened?
A. There is no way to sharpen the Personal Trimmer, Shape Makers, Custom Cutting System blades, 12-inch Rotary Trimmer blades, Border Maker Cartridges. All of these cropping tools were developed using high quality materials; however, over time the blades will become dull.
Q. About how many cuts will the Creative Memories cropping tools make?
A. The typical number of cuts each tool will make depends on the type of paper and the frequency of use. The following are our estimates for the number of cuts each cutting tool will make before needing to be replaced.
Personal Trimmer 50,000 cuts
Shape Makers 2,000 cuts
Corner Rounder 50,000 cuts
Custom Cutting System Blades 500 cuts
Border Maker Cartridges 2,000 cuts
12-inch Rotary Trimmer 1500 cuts
Q. What is the best way to use the Personal Trimmer?
A. To make a clean cut, lift the cutting arm and slide your paper or photo to the top of the trimmer. Make sure your paper or photo slides under the blue safety guard. Apply equal pressure with your fingertips across the safety guard. With a slight inward pressure, lower the cutting arm straight down until you’ve completed your cut. Following these steps will give you a clean, crisp edge.
Q. My Custom Cutting System Mat is warped. Is there any way to flatten it?
A. No. Flattening the mat may damage the product. The Custom Cutting System mat may become warped if exposed to high temperatures. If your mat becomes warped, we recommend purchasing a replacement mat through your Creative Memories Consultant.
Paper
Q. What does it mean that Creative Memories papers are acid-free?
A. Creative Memories papers have a pH of 7.0 to 9.5. When paper has a pH outside of this range, it can discolour and become brittle over time. The pH test is conducted using the cold extraction method. Cold extraction measures the actual pH of the paper after it has soaked in distilled water.
Q. What is lignin, and how does it affect paper products?
A. Lignin is a natural substance found in wood pulp that gives wood its rigidity. Without lignin, a tree would not stand upright but would bend like rubber. Lignin causes paper products, such as old newspaper, to turn yellow or become brittle over time.
Q. Does lignin migrate like acids?
A. Unlike acids, lignin does not migrate. It can, however, react with materials such as photographs. We do not recommend placing photographs in direct contact with memorabilia that contains lignin.
Q. What is buffering?
A. Buffered material has an alkaline reserve of at least 2 percent calcium carbonate and resists the effects of acid in the environment or in memorabilia.
Q. Why is buffering important in paper products?
A. The addition of a buffering agent to paper products helps neutralise acids that come in direct contact with the paper. A buffering agent also prevents acids from migrating to other areas of the page or onto photographs. Acids that come in direct contact with your photographs could accelerate the natural aging process and cause them to discolour or fade.
Q. What are the characteristics of Dye-Series paper?
A. Creative Memories Dye-Series paper products are acid-free, lignin-free, buffered and pass the photographic activity test (PAT).
Q. What are the characteristics of Photo-Safe paper?
A. Creative Memories photo-safe papers conform to international standard ISO 18902 for photographic preservation and storage. In addition to being acid-free, lignin-free, buffered and passing the PAT, photo-safe papers are also fade and bleed resistant. These papers are typically manufactured with the highest quality pigments rather than dye.
Q. Do the manufacturers of Creative Memories papers use environmentally safe bleaching processes?
A. Our paper suppliers have changed their pulp bleaching processes away from elemental chlorine bleaching to more environmentally friendly methods. They have changed the bleaching process also to safeguard their worker's safety.
Q. Can the oils from my hands turn my paper acidic?
A. The amount of acid in hand-oil is so minute that the buffering in our papers will easily neutralise it.
Q. Can I use a pH pen to test the acidity of other papers?
A. The Creative Memories definition of Acid-Free states: Because acid damages photographs and memorabilia, pages and decorative items in your albums should be acid-free. Photo-safe material has a lab-tested pH between 7.0 and 9.5. Creative Memories paper is tested for pH using the cold extraction method, which involves a lengthy process which measures the pH of the entire paper. pH pens test the acidity of paper products at the surface only. These types of pens can be easily misinterpreted or inaccurate as they test only the surface of a material which can be easily corrupted by hand oils, etc. To provide more accurate readings, pH pens must be used only on white, uncoated paper.
Q. Why doesn’t Creative Memories use recycled paper for album pages and photo mounting paper?
A. Creative Memories incorporates mill waste into its paper products. Post-consumer waste is not used because it may contain materials that are not photo-safe.
Q. Is Creative Memories paper recyclable?
A. Yes, all Creative Memories paper products are recyclable; however, some municipalities may not accept metallic paper.
Q. Why does Creative Memories sell two standards of paper?
A. We want to meet all needs. Some customers want papers that meet the latest technical standards while others may not. The additional cost of ISO 18902 Series paper is similar to purchasing insurance for albums. Under high humidity or accidental water exposure, ISO 18902 Series paper will better preserve your memories.
Q. If wet, will all Dye Series paper bleed?
A. Not necessarily. Some Dye Series papers will not bleed. However, ISO 18902 Series paper has been proven to be bleed-resistant. If Dye Series paper is exposed to high humidity, you may notice a small amount of dye transfer to photos or memorabilia stored in contact with it. The more water present (as in the case of a spill), the more colour may transfer.
Q. What about Creative Memories’ printed and vellum papers? Are they photo-safe?
A. The papers in Creative Memories Printed Paper Packs and vellum papers are all ISO 18902 Series. They are acid-free, lignin-free, buffered, bleed-resistant, generally fade-resistant and pass the PAT. Most vellum paper available elsewhere is not buffered.
Q. Some of my long-time customers are considering removing photos from their albums and replacing the paper they used with paper in the most recent formulations. Is this a good idea?
A. The Creative Memories paper in millions of albums is acid-free, lignin-free, buffered and passes the PAT. This means that it will not accelerate the natural aging of photographs. Removing photos from completed albums would cause them far more damage than leaving them in the albums. The best advice is to store the completed album, upright and closed, in your normal living environment of twenty five degrees Celsius or less with 20-50% percent relative humidity. Your photos will last for many more years this way.
Q. Why aren’t Creative Memories papers labelled as ‘archival’?
A. Archival is an ambiguous term to describe everything from backup copies of computer files to documents that will remain accessible for an indefinite time in the future. Even if something is labelled “archival,” it does not mean that the product meets photo-safety requirements. Creative Memories defines the quality of our products in clearly definable terms such as, acid-free, lignin-free and buffered. In addition, we describe all products that comply with the ISO 18902-2001 standard as ‘photo-safe’.
Memorabilia
Q. How should I preserve newspaper articles in my album?
A. You may mount them directly to your album page, where the buffering will help neutralise any acid, using Creative Memories adhesives such as the Tape Runner or Frosted Photo Splits. You may display newspaper articles loosely in a Memorabilia Pocket or Side-Loading Portrait Sleeve Page. You may also choose to mount them to the page using our Photo Mounting Corners for easy removal at a later date. Photographs should not be mounted on top of newsprint, and Page Protectors should be used to protect the adjacent page.
Q. Can I preserve my baby’s ultrasound or sonogram picture in my album?
A. Yes! Because it is not a traditionally processed photograph, we suggest treating it as memorabilia and mounting it to the page using either Photo Mounting Corners or a Memorabilia Pocket. We recommend making a copy of the ultrasound as, over time, the blackening increases and the image can become less crisp. You may want to check with your health-care provider’s imaging department to ask about any special handling tips.
Q. Can I laminate things and put them in my album?
A. Creative Memories does not recommend laminating. The plastics and adhesives used in laminates may not be photo-safe. In addition, laminating is not reversible, and contaminants in the environment may be sealed with the material.
Q. Can I mount my photo on a piece of fabric?
A. We suggest placing the fabric in a Photo Mounting Sleeve and then mounting the photo on top of the sleeve. The sleeve will act as a barrier between the fabric (which may not be photo-safe) and the photograph.
Q. Is it OK to use eyelets, ribbon, and other non-Creative Memories materials in my album?
A. The use of miscellaneous items within a Creative Memories album is a personal decision that the album owner must make. Creative Memories does not have technical information on the photo-safety of these products.
Q. Does using other manufacturers’ products in a Creative Memories album void the Creative Memories guarantee?
A. No. However, the Creative Memories guarantee only covers manufacturing defects and does not include problems that result from using other manufacturers’ products within the album. Creative Memories does not replace other manufacturers’ products or reimburse customers for the additional money spent on those products should it become necessary to replace part of the album.
Q. Can I use my sticker pack envelopes to mount memorabilia in my album?
A. Yes. The Creative Memories sticker pack envelopes have passed the Photographic Activity Test (PAT). This test ensures that items, when placed in contact with photographs, will not accelerate the deterioration of photographic materials.
Q. How should I mount the sticker pack envelope in my Creative Memories album?
A. Using Creative Memories Photo Tape, place one long strip of adhesive just below the envelope flap on the opening side and another long strip across the bottom of the envelope. Mounting the envelope flap-side-down allows you access to the memorabilia inside without the flap obscuring the view. Adhere the envelope to your album page and insert the item you wish to display. Tuck the envelope flap behind the envelope to secure your memorabilia.
Caring for Negatives
Q. What is a nitrate negative?
A. Nitrate-based film was manufactured as late as 1951. Check the margins of the negatives. Safety-based films have the word “safety” printed in the margin and present no danger. If the film says nitrate in the margin or does not have anything printed, it should be checked by a photo professional to determine if it is nitrate-based. These should be duplicated and the original disposed of as soon as possible.
Q. What is a glass-plate negative?
A. Glass-plate negatives also need special handling. The emulsion of the glass plate (the dull, non-reflective side) should not be touched or wiped. Handle glass plates only by the edges. Store them vertically in a box or drawer. Use Creative Memories photo-safe paper or acid-free matte board to separate the negatives. Make sure the plates are adequately supported because the weight of the glass itself may cause the plates to crack.
Q. How should I store my negatives?
A. We recommend that negatives be organised and stored in the Power® Sort Box in our recommended environmental storage conditions of 77 degrees Fahrenheit (25 degrees Celsius) or less with 20 to 50 percent relative humidity. The Power® Sort Box is made of photo-safe polypropylene plastic and provides a safe environment for your negatives.
Q. What is the normal lifespan of a negative?
A. As negatives are manufactured on a less stable base material than traditional photographs, the life expectancy of the image is less than that of a photograph. Under reasonable room temperature conditions of 77 degrees Fahrenheit (25 degrees Celsius) or less with 20 to 50 percent relative humidity, and if stored in a photo-safe environment, negatives can be expected to last for 20 to 50 years before showing signs of degradation including discolouration or fading. The typical lifespan of a photograph under these given conditions is 50 to 100 years.
Q. How do I store APS film canisters?
A. We recommend using one removable compartment in your Power® Sort Box for storing your APS canisters. Each APS canister has a number on it.
Q. How do I store slides?
A. For slides, the best storage option is a binder with photo-safe plastic pages that have individual compartments for each slide. Creative Memories does not sell this type of binder. You should inquire with your local camera supply store for more information.
Caring for Photographs
Q. What happens to photographs and digital prints when they are not stored in Creative Memories albums?
A. Photographs and digital prints displayed in a frame or on a refrigerator are vulnerable to light-induced fading. This generally causes a shift in the colour balance of the image. Prints may also be susceptible to ozone and other pollutants in the environment. A Creative Memories album protects prints from light, air pollution and physical damage. Plus, journalling in a Creative Memories album will ensure that future generations learn the stories represented in the photographs.
Q. How do I remove my photographs from a magnetic album?
A. To safely remove stuck-on photographs from magnetic albums, we recommend the Multi-Purpose Tool. Slide the Multi-Purpose Tool under the edge of the photograph and work it along the sides. If the photograph does not come off, dental floss may help. Slide the floss under a corner of the photograph and work it down through to the other side in a sawing motion.
If neither of these tools proves effective, try a hairdryer. Set the hairdryer on low-heat, hold it about 12cm above the photograph. While heating the photograph, keep the nozzle of the hairdryer moving so as to not overheat one portion of the photograph. At 20-second intervals, test the photograph to see if it has loosened from the page. Continue applying heat until the photograph has completely separated from the page. We do not recommend liquid adhesive removers because of the potential toxicity and flammability of these products (as is noted on the label of the product itself!).
Your photographs may retain some residue from the magnetic album adhesive. Use a Pick-Up Square to rub the residue off the back of the photograph. There may be times when nothing works to remove photographs from magnetic album pages. In that case, it is best to either scan the photographs yourself or take the album to a professional photo lab for reprinting.
Q. What is the natural lifespan of photographs?
A. A traditional colour photograph, if stored properly under reasonable room temperature conditions of 77 degrees Fahrenheit (25 degrees Celsius) or less with 20 to 50 percent relative humidity, and if stored in a photo-safe environment, will typically have a lifespan of 50 to 100 years. Black-and-white photographs, if stored in similar conditions, will typically have a lifespan of 100-plus years.
These numbers are approximations of when it can reasonably be expected for a photograph to show signs of discolouration and/or fading, not the time that the photographic will disappear completely.
Q. Can I crop my Polaroid® photographs?
A. We suggest that you do not crop Polaroid® prints due to the possibility of hazards of the alkali that may be contained in Polaroid® prints. We highly recommend you contact Polaroid® to determine saftey measures prior to cropping any of your Polaroid® prints at www.polaroid.com.
At this time, the Technology Centre has determined that it is up to Polaroid® to conduct its own safety tests and to provide the public with supporting data to show that cropping Polaroids® is NOT dangerous to both the photograph and the consumer. Until they conduct their own testing and provide the public with scientific data supporting their claims, Creative Memories DOES NOT endorse cropping Polaroid® photographs.
Q. Is it safe to overlap photographs on my album page?
A. It is perfectly safe to overlap photographs as long as they are modern, traditional prints. The two types of photographs you may not want to overlap are:
- Heritage photographs – They are harder to replace should you want to reprint the photograph at a later date.
- Inkjet prints – Inks in the majority of inkjet printers are dye-based and water-soluble. Therefore, in the case of increased humidity, it is possible for the ink in inkjet prints to migrate from the papers.
Q. My photographs are stuck together! How do I get them apart?
A. Photographs become stuck together due to moisture forming on the emulsion layer. When exposed to moisture this emulsion layer becomes tacky, and once allowed to dry the photographs will adhere themselves to each other.
To separate the photographs, we would first recommend that no attempt be made to peel the photographs apart. Rather, we would recommend soaking the photographs in (specifically) cold, distilled water for a short period of time (five minutes or so) to allow moisture to be re-introduced to the emulsion. After the photographs have been soaking for several minutes you may attempt to separate them, first by testing one of the edges to see if they peel apart freely. If they do not peel apart easily, continue to soak the photographs and check on them periodically, performing the same peel test on the edge. We would recommend that care be taken during this procedure, that gloves be worn, and that the photographs be handled by the edges only.
Once the photographs have been separated from each other, they should be laid on a flat and dry surface in a temperate environment and allowed to dry completely before being further handled.
Q. My framed photograph is stuck to glass! How do I get it off?
A. Photographs become stuck on glass due to moisture forming between the emulsion layer of the photograph and the glass. When exposed to moisture, the emulsion layer of the photograph becomes tacky, and once dry, the photograph will be permanently adhered to the glass. Unfortunately, we can make no recommendations for the removal of the photograph from the glass without risking irreversible damage to the photograph.
If a digital image or negative of the print still exists, we would recommend making a reprint. If neither exists, consider scanning the photograph on the glass so that a new print can be made.
Q. Can I use a stamp to date the back of my photograph?
A. The Creative Memories Photo Labelling Pencils are tested and proven to be photo-safe. They will not bleed chemicals or colours through your photographs. We, of course, cannot say for a certainty that the inks used with stamps are either good or bad – their compatibility with photographs would need to be confirmed with the manufacturer.
Q. Can I use my Creative Memories pens to write on my photographs?
A. Creative Memories pens are acid-free, pass the Photographic Activity Test (PAT) and are fade-resistant and bleed-resistant. They use pigmented inks that allow for greater stability and permanence. Although designed for album-making, the decision to write on photographs with Creative Memories pens is a personal decision the owner must make. Test results with Creative Memories pens have been inconsistent. Generally, we have found that pen clogging and drying up may occur. We also have found that the pen ink may not absorb fully or at all into the photograph, and the ink may smear. The ink that does get absorbed may actually start to show through the front of the photograph over time. Ink may also transfer to adjacent photographs. Because our pens were not designed for use as a photo-labelling product, we can in no way guarantee the long-term performance of the pens when used in this capacity.
Q. How do I flatten a photograph that has curled?
A. To uncurl traditional resin-coated (RC) prints we recommend first performing a “bend test” on the corner of the photograph to ascertain if the emulsion (front) layer of the photograph is dry and brittle. If the emulsion layer cracks when the bend test is performed, we recommend taking the photograph into a photo professional in your area for further handling and reprinting. If the emulsion layer of the photograph does not crack and appears to be pliable, you may then attempt the “book stack” method of flattening the photograph. To perform the book stack method, place the photograph between two white Creative Memories album pages with a heavy book on top of the pages. The stack should then be placed in a humid environment, like a bathroom or near a humidifier. Leave the stack in the humid environment for about 24 hours. The stack should be removed from the humid environment after this 24-hour period and allowed to stand in a temperate environment for another 24 hours, allowing the photograph to dry flat within the stack.
If you find that the photograph continues to curl after this 48-hour period, we would recommend taking the photograph to a photo professional in your area for reprinting.
Q. What does acid do to a photograph?
A. Acidic materials react with photographs and cause them to prematurely deteriorate. Acidic materials will generally cause this deterioration in the form of discolouration or fading. However, it can also make photographs brittle and therefore highly susceptible to other contaminants that cause deterioration.
Q. What is lignin and what does it do to paper?
A. Lignin is a natural substance found in wood pulp that gives wood its rigidity. Without lignin, a tree would not stand upright but would bend like rubber. Lignin is also what causes paper to turn yellow or to become brittle over time, like an old newspaper. Unlike acids, lignin cannot be neutralised. Additionally, lignin migrates to a very minimal extent, and only migrates onto those items that are placed in direct contact with it.
Heritage Photographs
Q. I found some old photos in my family’s collection. What can you tell me about early photographs?
A. The following is a glance at the development of photography through the early part of the 1900s.
Daguerreotype
1839-1860 Daguerreotype prints are the oldest commercially made photographs. Printed on a sheet of silver-plated copper or brass, daguerreotype photos are characterised by delicate images that can be viewed as either a positive or a negative. Daguerreotypes also have a highly polished look that resembles a mirror when viewed.
Ambrotype
1851-1880 Commonly mistaken for daguerreotypes, ambrotypes were the first popular form of wet-plate photography. Printed on glass, the image will appear positive at any angle, thus distinguishing it from a daguerreotype. Ambrotypes can also be identified by their brown and milky-white tones.
Tintype or ferrotype
1854-1930 Often confused with daguerreotype and ambrotype prints, tintypes were a popular, inexpensive and durable way to make photographs. Printed on a thin piece of iron, not tin as the name suggests, tintype photographs are easily scratched and can appear in black, brown and milky-white tones. Tintypes were also typically matted or encased in metal or leather frames.
Early paper prints
1855-1910 Popular early paper prints include albumen, collodion and gelatin prints. The image is imbedded into the fibers of the paper during the development process. A fine matte finish and subtle depth typically characterise these prints. Visible paper fibres may be another distinguishing characteristic of these types of prints.
Cartes-de-visite and cabinet photos
1860-1910 Cartes-de-visite prints are typically full-length individual portraits and mounted on heavy cardstock that is slightly larger than a standard business card. Cabinet photos – similar to, but larger than, cartes-de-visite prints – typically are brown, sepia or yellow-toned. Large, thick mounts and rounded corners characterise cabinet photos.
Q. How do I care for my heritage photographs?
A. Any photograph developed prior to the 1930s should be handled with extreme care. Only a photo professional should perform any necessary cleaning or restoration of heritage photographs. Storing your heritage photographs in a dark storage environment, inside of a Creative Memories album, at our recommended storage conditions of 77 degrees Fahrenheit (25 degrees Celsius) or less with a relative humidity of 20 to 50 percent is ideal. We recommend that prints and albums be stored vertically rather than stacked.
Q. How do I mount my heritage photographs?
A. Photographs may show natural deterioration in the form of cracking, brittleness and discolouration. It is especially important that heritage prints be handled with care. We recommend treating heritage prints as memorabilia and mounting them with Photo Mounting Corners, Memorabilia Pockets or Side-Loading Portrait Sleeve Pages. Permanent adhesives such as Tape Runner, Frosted Photo Splits and Photo Tape will not allow for the photograph to be removed at a later date and copied if necessary.
You may wish to create a duplicate of your heritage photo prior to mounting it inside your album to ensure that a back-up copy of the image is available in case of disaster. You may also choose to mount the duplicate copy of the print inside your album and keep the original print in a disaster-resistant location, such as a safety-deposit box.
Reproductions can be made by photographing the original heritage photograph or by scanning the image and reprinting the digital file as an inkjet print, dye sublimation, electrophotographic or chromogenic photographic print. You may mount either the original or the duplicate copy of the image into your Creative Memories album. Duplicates should be handled as recommended for current photo development processes.
Q. My heritage photos are faded and discoloured. How do I reverse this?
A. The yellowing of the photographs is a sign of deterioration and natural aging. The natural aging process may have been accelerated due to poor storage conditions and possible environmental contamination. It is also possible, if the photographs are from the 1960s and 70s, that the film was unstable and has already begun to break down.
Unfortunately, there is nothing that can reverse the aging process of your photographs, nor is there a way to remove harmful substances from photographs once exposed. There are, however, several software packages that can be used to scan, colour correct and reprint your damaged photographs. Software packages like Adobe Photoshop, Microsoft Picture It and Adobe Elements are all examples and excellent choices for photo correction in your home. You may also consider taking the photographs to a photo professional – at a camera shop in your area – and inquire if they offer photo correction as a service.
If you choose to attempt colour correction at home, you will need a software package, a scanner, a computer and an inkjet printer. The first step is to scan the photograph, then use the software to add colours such as cyan and magenta to the image. Once you have fine-tune the colours, you may either reprint the photograph using an inkjet printer and Creative Memories Inkjet Photo paper, or you may burn the image to a CD-R and have it developed on conventional photographic paper at any photo processor.
Q. Is it safe to place heritage photographs next to new photographs?
A. It is safe to store various types of prints together. However, if the prints have been permanently mounted to backing paper, you may want to keep them separate from other photographs. We cannot say for certain (without testing) what the properties of the backing paper are.
Photo Development Processes
Q. What about the current photo development processes?
A. Here is an overview of the modern photographic processes:
Silver-halide (black-and-white)
1885-Present
Chromogenic (colour) prints
1935-Present From the 1930s to the early 1960s, black-and-white silver-halide prints were the most commonly developed photographs. Around the early 1960s, colour chromogenic prints became more common. These prints include a gelatin emulsion or polyethylene resin layer that characterises the prints with a “glossy” look and feel. All chromogenic prints before the early 1980s are susceptible to colour fade and yellowing. Store all silver-halide and chromogenic photographs in an environment of 77 degrees Fahrenheit (25 degrees Celsius) or less with a relative humidity of 20 to 50 percent.
Instant black-and-white and colour prints
1948-Present Instant prints typically are characterised by their thick plastic backing. The photographic image is developed using a plastic pouch or single sheet of paper that contains layers of different chemicals and appears within minutes of taking the photograph. Though originally released as black-and-white prints, colour instant prints became popular in the 1960s and 1970s. Instant photographs should not be cropped, as the loss of chemicals may destroy the image. The developing chemicals may also irritate the skin and eyes. You may wish to treat instant prints as memorabilia and mount them to your album page using Photo Mounting Corners.
Electrophotographic prints
1959-Present Electrophotographic prints are the first photographic printing process without chemical development or use of photographic paper and are essentially photocopies. The image is permanently fused to the paper using heat.
Inkjet prints
1985-Present Inkjet prints typically are made using a home inkjet printer. Ink is sprayed onto coated paper to form the image. These prints can look and feel like chromogenic photographs. Treat inkjet images carefully as they are susceptible to light fade, colour bleed or damage by abrasion or pollution. Creative Memories requires the use of Page Protectors with all inkjet prints.
Dye sublimation prints
1985-Present Some specialised home photo printers and commercial kiosks produce dye sublimation prints. These printers thermally transfer dye from a coloured ribbon to a coated paper receptor. Many of these printers also coat the print to protect it from damage. Dye sublimation prints may look and feel like chromogenic photographs. Dye sublimation prints are also know as dye-diffusion thermal transfer prints.
TalkingTag™ Memory Labels
What is a TalkingTag™ Memory Label?
TalkingTag Memory Labels gives you the ability to add a recorded message to a project – recording your sentiments in your own voice. TalkingTag™ Memory Labels are printed paper stickers with a square patterned barcode that can be used to attach your voice messages. You can record a voice message using TalkingTag Memory Label and mobile phone software and playback the message. The label can be affixed to scrapbook albums, StoryBooks, PicFolios, calendars, Paper Albums, cards, or gifts.
What comes with the Memory Label?
Talking Tag Memory Labels are sold on a sheet of 10 individual labels. Each pack includes instructions of how to record a message, as well as two instruction stickers of how to play back a message, that can be attached to projects so people looking at the album know how to use the Memory Labels.
How much do Memory Labels cost?
Memory Labels can be purchased in the Album Accessories category if ordering online, or from your Creative Memories Consultant and are $22.00 (AUD) / $27.00 (NZD) per pack of 10 labels.
Are Memory Labels safe to use in albums?
Memory Labels are acid free, lignin free and buffered and are safe for all album projects. Memory Labels have permanent adhesive. To protect the Memory Label we recommend use of a Page Protector where possible.
What do I need to have to use TalkingTag™ Memory Labels?
You will need a smart phone such as iPhone or Android phone with camera (minimum 2M pixels) and Internet connectivity with a data plan (Wi-Fi or 3G/4G). You may be charged for bandwidth by your carrier if you don’t have unlimited data plans. You will also need the TalkingTag™ App which can be purchased from an App store.
How do I know I have a TalkingTag™ compatible mobile phone?
On your mobile phone
Visit talkingtag.mobi web site using your phone browser and it will provide information on where to obtain the software. Currently TalkingTag™ is supported on iPhones, most Android Phones, and some Blackberry phones.
On your PC
Visit www.talkingtag.com/software using your PC for information on supported phones and models.
How do Talking Tag Memory Labels work?
Talking Tags utilise smart phone technology. Just adhere the Memory Label to a project and use a smart phone to record and save a message for the recipient. That message will be saved online and accessed via the Memory Label. Then anyone with a smart phone can take a picture of the label and play back the message on their smart phone.
How do I record a message on a Talking Tag Memory Label?
1. Ensure that the mobile phone has the Talking Tag software.
2. Adhere the memory Label to your project
3. Open the application on the phone and using the phones camera, position the Talking Tag Memory Label in the middle of the screen to scan.
4. The screen will then indicate when recording can begin, record your message up to one minute long
5. You will then have the option to play back the message to check that it is ok
6. If you are not happy with your message select the option to re-record
7. When you are happy with your message select the option to confirm and save. Once you select this your message is permanently saved and can not be deleted or re-recorded.
How do I playback a message on a Talking Tag Memory Label?
1. Ensure that the mobile phone has the Talking Tag software.
2. Open the application on the phone and using the phones camera, position the Talking Tag Memory Label in the middle of the screen to scan
3. The message will be played on your mobile phone
Where on my project should I attach a Memory Label?
You can attach Memory Labels to any flat surface on your project. Do not put multiple labels close to each other so that more than one label can be seen through your mobile phone camera. Do not place any decoration over the label and do not write on the Memory Labels.
How long can I record on a Memory Label?
You can record one minute of audio, music and other sounds on the Memory Label.
How long does the message last?
The message is saved online, so it will last forever.
Can I reposition Memory Labels on my project?
No. Memory Labels have permanent adhesive and if you try to remove them once they have been adhered you could tear the label and loose your content.
How do I share my messages on TalkingTag™ Memory Labels?
You can share your memories recorded on Memory Labels by sending the scrapbook or photo album that has attached Memory Labels to your friends and family. Anyone with the TalkingTag™ App can scan the Memory Label and hear the same message that you recorded with their smart phone.
How can I have multiple Memory Labels with the same content? Do I have to record on them separately?
That’s one way to do it. But there is an easier option. You can use the Copy feature on your mobile phone to copy content from one Memory Label to another. See the help menu available on your phone for more details on this functionality.
How many times can I record on a TalkingTag™ Memory Label?
You can record only once. During initial recording you will have the ability to listen and re-record if you are not satisfied with the recording. Once you are satisfied with your recording and confirm the recording, it is not possible to delete or re-record on the same Memory label.
Can I photo copy the Memory Labels to have multiple labels with the same content?
You are only allowed to take photo copies for the purpose of backup/archive. If you want to share the content with others, the best way to do it is to copy the content to multiple Memory Labels. For example you are preparing two copies of the Scrapbook to share with your friends and family. You can stick one Memory Label to each photo about which you are recording some information. You can use the copy feature to copy the content from one memory label to another, to make the content available on the second Scrapbook.
What if I run out of TalkingTag™ Memory Labels and need more, can I copy the existing tags?
Each TalkingTag™ Memory Label is unique. You should not duplicate the TalkingTag™ Memory label and must order additional ones. You can only record a single message per memory label.
What if I want to want to record memories while I’m at an event? Do I need to carry Memory Labels everywhere?
No. There is a pre-record feature available. Using this feature, you can record your memories and transfer the content to an empty Memory Label at a later time.
How many messages can I record on my mobile phone?
The number of voice messages on Memory Labels you record is not limited by your device. You can record one voice note per Memory Label, and since the content is stored on the internet, there is no limit to how many Talking Tag Memory Labels you can record using your device.
Can anyone replay my messages?
Yes. Anyone who has the TalkingTag™ application on their mobile phone can play back the content of Memory Label, provided they have physical access to the Memory Label on the project.
What if I can not delete a Memory Label?
That is by design. Once recorded and confirmed, content on Memory Labels cannot be deleted. The only time deletion is allowed is during the recording process but before confirming that the recording is good. Once initial recording is done a confirmation screen is displayed to the user to confirm the recording or erase and re-record.
What do I do if I discover a mistake on a Memory Label that has already been finalised?
Once the message is finalised there is no way to change it. We recommend placing a new Talking Tag Memory Label over the top of the one with a mistake and recording a new message.
Can I run TalkingTag™ software on multiple phones?
Yes, you can purchase and download the software on multiple phones that can be used to record and play back messages, however you can only record one message per TalkingTag™ Memory Label.
What if I replace or lose my phone?
If you replace your phone, you will need to repurchase and download the Talking Tag app into your new phone. As the messages are saved online you do not have any risk of loosing your messages, you will be able to replay the content of any existing Memory Label one you have the Talking Tag App on your new phone.
How do I find out about latest application releases?
Information about latest releases are always available on the web site www.talkingtag.com/software. However, the App Store from which you purchased TalkingTag™ software may also have a feature to notify you of new releases. For example, iPhone App Store will show you an alert if there are any updates to the software you downloaded from iTunes App Store.
What do I do if my Memory Label has been damaged?
If you see the Memory Label getting scratched or smudged, you should use the copy content feature to copy the content from the damaged tag to new tag and stick the new tag on top of the damaged one. If the Memory Label is completely damaged and unreadable there is no way to recover the content. You will need to record a new message on a new Memory Label. We recommend the use of Page Protectors where possible to protect the Memory labels from wear or spills.
When I start TalkingTag software, the camera is opening up automatically. It used to not do that …
There is an option in the settings menu that says AutoScan. Unselect this option.
What do I do if I am not able to read a Memory Label?
1. Make sure that you are using an original Creative Memories Talking Tag Memory Label. Make sure that it is the original tag, not a photo copied tag. We cannot guarantee the quality of photocopied tag.
2. Check to make sure that you have the right phone with the latest TalkingTag software version.
3. Make sure that there is enough lighting in the room.
4. Make sure that the tag is not scratched, smudged or other material (such as embellishments or a Page Protector) preventing the camera from seeing the rectangular code on the tag properly.
5. Make sure that you are scanning the tag properly as per the instructions.
6. Make sure that there is data connectivity. You can check this by using the phone browser and going to your favourite website.
7. Note down if there is any error message or any message displayed on the main screen of the TalkingTag software.
8. Try turning off the phone and turning it on again, to see if the error condition disappears.
What do I do if I am not able to copy content from one label to another?
1. To copy content, you will need two Memory Labels – one with content and another empty label
2. If it is not the case then the software displays error messages
3. The best way to check if a Memory Label has content or not is using the fast play feature
4. Always check network connectivity by using the browser and going to a favourite web site
What do I do if I have a problem using Talking Tags that I can’t resolve myself?
Contact your Creative Memories Consultant for assistance. If they are unable to resolve the problem, or you need additional help you can email support@creativememories.com.au
What information do I need to provide to troubleshoot problems with a Memory Label?
1. Details of what the problem was and what you were trying to do
2. Phone Model (make and model), Operating System version and carrier (Telstra, Optus etc.)
3. Batch code (printed on the Memory Label sheet as well as on the instruction labels)
4. Whether the phone is configured with WiFi and if so if it is a corporate, home or hotspot WiFi.
iPhone App
General (versions, compatibility, settings)
Is my iPhone/iPad compatible with the Creative Memories iPhone App?
The Creative Memories iPhone App is compatible with: iPhone 3GS, iPhone 4 and iPhone 4S, iPod Touch 3rd and 4th Generation and iPad, iPad 2 and the new iPad. You will need to ensure you have the latest software update, version iOS 5.0.1 (minimum).
How do I download the latest software for my iPhone, to be able to download the Creative Memories App?
Plug your iPhone into iTunes. Click on your iPhone under ‘Devices’. Under ‘Version’, click on the button ‘Check for Update’.
Can I view the App on my Ipad?
Yes. Click on the 1x or 2x icons on the bottom right side of iPad to zoom in. Since this App is designed for iPhones and iPhone resolution, you may find the quality of images decreases slightly.
How do I zoom in to make the product images and page layouts larger?
With the image on the screen use your thumb and index finger to slide over it in opposite directions ie slide your index finger towards the top of the screen and your thumb towards the bottom on the screen at the same time. Reverse directions to get it back to the original size. How do I completely exit out of the running App? The first step is to access the multi-task bar on the phone. This is done by pressing the Home button two times quickly. A popup menu appears that shows all the background apps the iPhone has in memory. Items are displayed four at a time. Scroll to the right and you will see all apps that are currently open. Press down on the App until a red circle with a minus sign appears. Tap the minus sign to close. When you are done, simply press the Home button to return to the main screen. Any products in ‘My Order’ will be saved, and if you are logged in as a VIP Rewards Club member or Digital Centre user, you will still be logged in when you open the App again.
What happens when I clear preferences (under More/Settings)?
This will log you out if you have logged in as a VIP Rewards Club member or Digital Centre user, it will remove all products in your order and remove your Consultant selection.
My Consultant
I’m using the ‘Lookup Consultant’ option to search for my Consultant, how come it didn’t come up with any results?
If you are searching by State and Consultant Name, check that you have the correct spelling of the name and have selected the correct state.
If you are searching by Consultant ID, check you have included the prefix ‘AU’ (for Australian Consultants) or ‘NZ’ (for New Zealand Consultants) followed by six digits. The prefix is not case sensitive.
I would like to change my email I have saved as a draft, where are they saved?
Your draft emails are saved in the Draft folder of your email account and not in the App itself.
Emails
My emails come up with ‘Sent from my iPhone’, how do I change this?
You will need to change your email settings on your iPhone. Go to Settings/Mail, Contacts, Calendars/ Signature and update it to how you would like it to appear.
The email I’m sending to my Consultant had information in it that I would like to remove, how do I do this?
Emails are generated with default text from Creative Memories, but your signature on your iPhone will also appear (see previous FAQ to see how to update signature for all your emails). When editing an email, click in the body of the email and delete the details not required.
I’m not able to send an email to a Consultant, how can I email them through the App?
You will need to set up your email account on your iPhone first. Go to iPhone Settings/Mail, Contacts, Calendars/Add Account. Select your email account and enter your details. You can set up a new account here, or enter details of an existing one. You will then need to go into your email account to activate it (you can do this via the Safari browser on your iPhone, or on your computer.)
Orders
Is the App secure for credit card payments when placing an order?
Yes, all communication between the App and the server use https (SSL) which is the same encryption as you would normally use on a payment page of the website.
Can I use someone else’s phone to email my orders to a Consultant?
Yes, but you will need to update the details at the end of the email to include your own name and contact details.
How long will my order be saved on the App for?
If you are a VIP Rewards Club member, and have ‘Direct Delivery’ as your order preference, you can tap ‘Save Order’, and your order will be saved to the VIP Rewards Club website, for you to either complete the order online, or continue your order on the App at another time. All products will stay saved in your order summary indefinitely until you action the order, for example until you email the order to a Consultant.
Why can’t I pay my Consultant for the order through the App?
Not all Consultants have online payment facilities. If your Consultant can’t process payments online you will need to email your order to your Consultant and organise another payment method. Alternatively, you can join the VIP Rewards Club which will allow you to place orders for direct delivery and process your payments directly through the App. Or, select another Consultant that does have online payment facilities. To do this select ‘Clear Preferences’ (under More/Settings) and when you have created your order, you will have the option to pick another Consultant who has ‘Online Payments’ as ‘YES’ listed in their contact details.
Products and special offers aren’t appearing on the App, how do I get them to display?
If you have chosen to 'Clear Preferences' there is a slight delay while the catalogue is reloading, so wait until it has finished loading, and also check network coverage, as this will affect the functionality of the App.
I have chosen a product which is included in a special offer, when do I select the additional product available as part of the offer?
When you are finalising your order and have tapped 'Order Now' you will have the option to select the product in the 'Special Offers' section of the order summary. If you do not select the additional product before submitting your order, you will forfeit receiving it.
How do I see the details of the Special Offers?
Tap on 'Special Offers' in 'Browse Products' and tap the small 'i' icon at the top right of the screen to open the Special Offer PDF flyer and view the details and terms and conditions.
VIP Rewards Club members and Digital Centre users
Can I join as a VIP Rewards Club member or renew my membership on the App?
No, you can’t join as a new VIP Rewards Club member, or renew your VIP Rewards Club membership through the app. However you can do this by opening the Safari browser on your phone, or using your computer, go to the Creative Memories website under the VIP Rewards Club tab and join or renew by following the prompts.
Once I’m logged in as a VIP Rewards Club member will the App remember me?
Yes, once the app is launched and a VIP Rewards Club member has logged in, they won’t need to log in again and will automatically have the options that are exclusive to VIP Rewards Club members such as VIP Rewards Club page layout ideas, use VIP Rewards Club credits on orders, direct delivery of orders, access to their renewal date and Club Leader details if they are a member of a Club.
Will VIP Rewards Club members’ orders started on the App be saved on the VIP Rewards Club website?
Yes. When creating your order, tap the button ‘Save Order’ and you will have access to this order when you log into the website.
Can VIP Rewards Club members use their credits when ordering via Direct Delivery, on the App?
Yes. Once you have selected products to order, and click on ‘Order Now’, there is a section ‘Product Credits’, where you can select the products you would like to purchase with your available credits. This is only possible when you have selected Direct Delivery as your order preference.
I am a VIP Rewards Club Member. When will I receive my credits towards bonus products for my orders?
If you have selected ‘Order Now for Direct Delivery’ as your order preference, any credits you earn on that order will be added to your account as soon as your order payment is processed.
If you have selected ‘Order Now from my Consultant’ as your order preference any credits you earn on that order will be added to your account as soon as your Consultant places your order with Creative Memories.
What do I do if I want to order digital products but I don’t have a Digital Centre log in?
If this is your first time purchasing digital products and you don’t already have a Digital Centre account you will need to create a new account which will only take a few minutes. Either open the Safari browser on your phone, or using your computer, go to the Creative Memories website and open the Digital Centre tab and create a new account. Once you log in as a Digital Centre user you will be able to purchase all your digital software and content downloads directly on the App.
Can anyone set up a new Digital Centre account on the App?
No. But they can either open their Safari browser on their phone, or using their computer, go to the Creative Memories website under the Digital Centre tab and create a new account.
I have selected both traditional and digital products in my order. Why have they been split into two orders to purchase separately?
Your order preferences and whether you are a VIP Rewards Club member will determine if you are able to purchase all your products in one transaction, or if you will need to purchase traditional and digital products in two separate orders. VIP Rewards Club members who have selected ‘Order Now for Direct Delivery’ as their order preference will be able to order both traditional and digital products in one transaction. In all other instances you will able to purchase your Digital products directly though the App. Then either purchase your traditional products directly through the App if your Consultant has online payment facilities, or email your traditional product order to your Consultant.
